Xiao Ge Ji — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 4 | 9m 50s | E8450 | SETUP | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 4 |
| Protocol | 1.75 | 4 |
| Communication | 2.00 | 4 |
| Overall | 2.62 | 4 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| E | 1 | 21m 58s | 3.00 | 2.00 | 2.00 | 3.00 | Outlier: 3.0x weekly median handle time |
| LN | 1 | 7m 16s | 3.00 | 3.00 | 2.00 | 2.00 | |
| MX | 2 | 5m 3s | 2.25 | 3.50 | 1.50 | 1.50 |
Key Observations
- E is the slowest family at 21m 58s; outlier: 3.0x weekly median handle time.
- LN is one of the slowest families at 7m 16s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 2 | 5m 50s | 3.00 | 3.50 | 2.00 | 2.00 | |
| HARDWARE | 1 | 21m 58s | 3.00 | 2.00 | 2.00 | 3.00 | |
| NO TROUBLESHOOTING NEEDED | 1 | 5m 42s | 1.50 | 3.00 | 1.00 | 1.00 | ✓ |
Week-over-Week Movement
- Accuracy moved up 1.00 vs. last week.
- Protocol moved down 0.25 vs. last week.
- Average handle time moved down by 15m 01s.
- Family swing: MX handle time moved down by 22m 45s vs. last week.
What Went Well
Accurate technical guidance on WPS button
Correctly identified the blue button as WPS on a Wi-Fi 7 model [03:59–04:25], aligning with KB guidance.
Proactive callback setup
Proactively recorded customer's phone number and name to ensure continuity on callback [03:38–04:02], supporting case management.
Growth Opportunities
Failure to collect essential product details
Failed to collect essential product information (model/serial) despite multiple opportunities [01:33, 01:43, 01:53].
Incorrect factory reset procedure
Incorrect factory-reset procedure (20–30s hold instead of 10s) for EA8450 model ([05:07], [08:34]). KB reference:universal_mesh_full_rebuild.mdandadjacent_device_setup_scenarios.mdspecify 10-second reset for EA series.
Next Week's Focus
* Always collect and verify product model and serial number at the start of every call
* Follow KB-prescribed reset durations exactly (10 seconds for EA series factory resets)
* Confirm warranty status before suggesting hardware purchases or replacements
* Use structured troubleshooting flows for common issues rather than ad-hoc approaches
Technical Accuracy
Improvement
Failed to collect essential product details (model/serial) despite multiple opportunities, violating protocol for product-specific support.
Improvement
Incorrect factory-reset procedure (20–30s hold instead of 10s) for EA8450 model. KB specifies 10-second reset for EA series.
Improvement
Failed to verify warranty status or support eligibility before suggesting paid hardware purchase, violating protocol.
Improvement
Did not follow prescribed Wi-Fi connectivity troubleshooting process for TV detection issues, leading to unresolved call.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
Highest-signal weekly trend: Protocol adherence averaged 1.75 – the most critical area for immediate improvement. The agent needs focused coaching on structured troubleshooting flows and next-step clarity, particularly for "NO TROUBLESHOOTING NEEDED" cases where protocol scores were lowest.
Recurring pattern: Product information collection remains inconsistent across calls. This directly impacts troubleshooting accuracy and resolution efficiency. Next coaching should emphasize model/serial collection as the first step in every call.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131006 | 2026-05-27 07:10:27+00:00 | 3.00 | INBOUND | LN1400 | SETUP | ↻ Callback set |
| #LTS00131167 | 2026-05-28 02:45:05+00:00 | 1.50 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | ⚠ Closed incorrectly |
| #LTS00131174 | 2026-05-28 04:11:08+00:00 | 3.00 | INBOUND | MX4200 | SETUP | ↻ Callback set |
| #LTS00131191 | 2026-05-28 07:00:31+00:00 | 3.00 | INBOUND | E8450 | HARDWARE | ⏳ Pending |